Create a field

Create a field when you need to use a new interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. attribute to identify a customer by CTI attribute values. You are limited to configuring five fields, which are used to identify all customers in the system.

Procedure 

1. Go to Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework.. Under Configure, select Fields.

2. Click create .

3. Add the following required field details:

   • Display Label: Text used to identify the field in the user interface when working with the field in Risk Management.

   • Name: Name for the field as used by the suite for the attribute.

     If the field is used by an Identification Rule for customers, the Name you define must exactly match the attribute used by the Identification Rule.

   • Person Type: Determines the type of person (customer, target, or both) to which the field and its value applies.

4. Click save .

Related topics 

Access Risk Management fields configuration

Working with fields

Configuring fields reference